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WorksheetsCustomer Service
Total questions: 14
Worksheet time: 11mins
When speaking with customers it is beneficial to use (a) phrases
(a) can be described as trying your best to satisfy customers.
Customers are our partners, not our (a)
(a) is the ability to understand the feelings of another.
An (a) customer is one who relies on assistance from another to fulfill his/her job duties within an organization.
Converting a previously dissatisfied customer into a loyal customer is known as (a)
Customers are more likely to share _____________ experience than _____________ experience.
(a)
Smiling and standing up straight are examples of
Maintaining high grooming standards
Being a good listener
Positive body language
Being well prepared
When discussing the cost of service, statistics show that
Customers do not consider service when choosing a product
It is more costly to attract a new customer than to keep an existing one
Customers will not pay more for better service
If a customer complains they will never return to the business
Identify and explain the letter "H" in the HEARD Model
Helpful / help customer
Happy /happy employee
Hear / listen to customer
Heart / warming
Identify and explain the letter "E" in the HEARD Model
Expectation / Acknowledge the customer expectations and exceed them
Empathy / Acknowledge the thoughts and emotions of the customer and communicate understanding
Empowerment / A condition whereby employees have the authority to make decisions and take action in their work areas without prior approval.
Error Rate / Either the number of defective transactions or the number of defective steps in a transaction.
Identify and explain the letter "A" in the HEARD Model
Abandoned Call: The caller hangs up before reaching an agent.
Apologize – Offer an apology even if it is not your fault.
Agent: The person who handles incoming or outgoing calls.
AI: Artificial Intelligence is computers that act in a way analogous to intelligent human behavior.
Identify and explain the letter "R" in the HEARD Model
Response Rate: The percentage of responses received from a given promotional effort.
Real Time: Refers to the utmost level of timeliness regarding the transmission, processing, and/or use of information.
Resolve – Find a solution to the problem that is pleasing to the customer.
Relationship Marketing: also Customer Relationship Management.
Identify and explain the letter "D" in the HEARD Model
Diagnosis: Research the reason for the problem and what steps to take to avoid it in the future.
Dialog: Interactive communication between a business and a customer.
Differentiation: See customer differentiation.
Design Interface: The mechanism by which a customer specifies exactly what he or she needs.
